Complaints Policy

Complaints Procedure for Greentech Renewables Ltd

Our Policy:

• All our staff are aware of our complaints procedure and know what to do if a complaint is received.
• If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve it as quickly as possible.
• We aim to investigate all complaints fairly, efficiently, and in a reasonable timeframe. All complaints will be handled in a consistent manner.
• Complaints will be treated sensitively, confidentially, and in accordance with the HIES Scheme Rules and Code of Practice, which is the Consumer Code we adhere to (you will have received a copy of these with your contract) and in line with the General Data Protection Regulation (GDPR).
• We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately.
• We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence. Complaints are reviewed regularly to identify trends, which we may need to investigate further.
• Complaints can be made verbally (by telephone or in person) and by email or letter.
• When we receive a complaint, the complaint handler, Gina Park, will record it in the complaints log.
• Your complaint will be delegated to a suitable member of staff for investigation. They will acknowledge in writing within 3 working days of receipt, confirming who they are and when you can expect a further response.
• We endeavour to complete investigations and reach a satisfactory resolution within two weeks of receipt. In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response, not more than 2 weeks later.
• The final response will contain details of actions taken during the investigation, the findings, and the resolution.
• If at any time you are not satisfied with how we are handling your complaint, you may refer your case to HIES, to request mediation, by telephoning 0344 324 5242 or alternatively, via the HIES website https://www.hiesscheme.org.uk/.
• If all avenues have been exhausted and you remain unhappy, you can refer your case to The Ombudsman, who is entirely independent.
• The implementation of this policy and overall responsibility lies with senior management, who will review it on a regular basis and update if necessary.

How to Make a Complaint